Forum moved here!

# Home / Sumatra PDF crashes when closing

honorew

I’ve been using Sumatra PDF for a few years, and I love it.
However, I’m having troubles after I installed it on my new laptop. It crashes when I close it, from the menu or from the x on the right corner. I tried unistalling and reinstalling, tried an older version, and both 64bit and 32bit versions, but the results are the same.

I’m using Windows 10 64bit, and the Sumatra PDF version I tried is 3.1.2 (and 3.0).
Any help would be greatly appreciated!! Thank you.

Honore

GitHubRulesOK

A very small number of users have reported mixed crashes.

[LATER EDIT]
To save reading all the details below this turned out to be a keyboard manager (Keyman) issue. If you are using the same product check its version number and skip to the end few posts.
If you dont have Keyman it may be worth reading some of the troubleshooting steps in this thread.

One user found “Only the “SumatraPDF-prerelease-10638.exe” works without crashes.”
That version has been replaced but you could try the latest and see if it helps.

Usually it rooted in poor hardware drivers (perhaps a graphics driver application) one long investigation is described here https://github.com/sumatrapdfreader/sumatrapdf/issues/1061

honorew

Thank you for your quick response.

I tried the prerelease version, but it crashes also (both 32bit and 64bit versions).

Thank you anyway.

SumatraPeter

Any errors displayed? If the app hangs then see if WhatIsHang displays anything useful, otherwise in case of a crash see if AppCrashView and WinCrashReport have anything to report.

honorew

Thank you for this.
What happens in my case is that when I close SumatraPDF, the SumatraPDF window closes but a little window pops up. It says: “SumatraPDF crashed (on top) We’re sorry, SumatraPDF crashed.” When I hit the OK button on this little window, it hangs, i.e. no response.

I tried AppCrashView and WinCrashReport. The latter did not give me anything. AppCrashView spat out a long report (which I don’t know what it means). Is there something in particular I should be looking at in this report?

SumatraPeter

You can select the Sumatra-specific reports from AppCrashView and WinCrashReport and copy-paste them here. Hopefully we might be able to glean some useful info. from them.

Also, what anti-malware/anti-virus are you using? Try disabling that temporarily and see if it makes any difference.

honorew

Thank you again. I’m using Avast anti-virus (free), but disabling it didn’t have any effect.
The AppCrashView gave the following report for the crash of SumatraPDF. (Nothing in the WinCrashReport.) Sorry that some lines come up in Japanese, as my Windows 10 OS is the Japanese version. (I used the regular English version of AppCrashView, but still.)

Version=1
EventType=AppHangB1
EventTime=132026268626060675
ReportType=3
Consent=1
ReportStatus=268435456
ReportIdentifier=05cfcc24-c632-4bbe-a352-063e86642929
Wow64Host=34404
Wow64Guest=332
NsAppName=SumatraPDF.exe
OriginalFilename=SumatraPDF.exe
AppSessionGuid=000037f0-0001-0008-63cc-4e11310dd501
TargetAppId=W:000680228ed4f5bc345cf2be2c15b01b94dd00000904!0000a0337e010522fb4a9b1f78c8fd8ec28b9f710431!SumatraPDF.exe
TargetAppVer=2019//04//23:20:16:17!45e166!SumatraPDF.exe
BootId=4294967295
TargetAsId=3978
IsFatal=1
EtwNonCollectReason=1
Response.BucketId=84294deb493fc335e28cbd19718141d2
Response.BucketTable=5
Response.LegacyBucketId=1336651106398323154
Response.type=4
Sig[0].Name=アプリケーション名
Sig[0].Value=SumatraPDF.exe
Sig[1].Name=アプリケーションのバージョン
Sig[1].Value=3.2.0.0
Sig[2].Name=アプリケーションのタイムスタンプ
Sig[2].Value=5cbf7291
Sig[3].Name=停止時の署名
Sig[3].Value=49aa
Sig[4].Name=停止の種類
Sig[4].Value=134217728
DynamicSig[1].Name=OS バージョン
DynamicSig[1].Value=10.0.17763.2.0.0.256.48
DynamicSig[2].Name=ロケール ID
DynamicSig[2].Value=1041
DynamicSig[22].Name=追加の停止時の署名 1
DynamicSig[22].Value=49aa11f5485be77c6cb53b71eaa5b2aa
DynamicSig[23].Name=追加の停止時の署名 2
DynamicSig[23].Value=1e20
DynamicSig[24].Name=追加の停止時の署名 3
DynamicSig[24].Value=1e203188330992da1ac5c2a12bd803fb
DynamicSig[25].Name=追加の停止時の署名 4
DynamicSig[25].Value=49aa
DynamicSig[26].Name=追加の停止時の署名 5
DynamicSig[26].Value=49aa11f5485be77c6cb53b71eaa5b2aa
DynamicSig[27].Name=追加の停止時の署名 6
DynamicSig[27].Value=1e20
DynamicSig[28].Name=追加の停止時の署名 7
DynamicSig[28].Value=1e203188330992da1ac5c2a12bd803fb
UI[3]=SumatraPDF は応答していません
UI[4]=プログラムを閉じると、情報が失われる可能性があります。
UI[5]=プログラムを終了します
UI[6]=プログラムを終了します
UI[7]=プログラムを終了します
LoadedModule[55]=C:\Program Files (x86)\Common Files\Keyman\Keyman Engine 10.0\keyman32.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
OsInfo[0].Key=vermaj
OsInfo[0].Value=10
OsInfo[1].Key=vermin
OsInfo[1].Value=0
OsInfo[2].Key=verbld
OsInfo[2].Value=17763
OsInfo[3].Key=ubr
OsInfo[3].Value=503
OsInfo[4].Key=versp
OsInfo[4].Value=0
OsInfo[5].Key=arch
OsInfo[5].Value=9
OsInfo[6].Key=lcid
OsInfo[6].Value=1041
OsInfo[7].Key=geoid
OsInfo[7].Value=122
OsInfo[8].Key=sku
OsInfo[8].Value=48
OsInfo[9].Key=domain
OsInfo[9].Value=0
OsInfo[10].Key=prodsuite
OsInfo[10].Value=256
OsInfo[11].Key=ntprodtype
OsInfo[11].Value=1
OsInfo[12].Key=platid
OsInfo[12].Value=10
OsInfo[13].Key=sr
OsInfo[13].Value=0
OsInfo[14].Key=tmsi
OsInfo[14].Value=28441
OsInfo[15].Key=osinsty
OsInfo[15].Value=1
OsInfo[16].Key=iever
OsInfo[16].Value=11.503.17763.0-11.0.125
OsInfo[17].Key=portos
OsInfo[17].Value=0
OsInfo[18].Key=ram
OsInfo[18].Value=8084
OsInfo[19].Key=svolsz
OsInfo[19].Value=937
OsInfo[20].Key=wimbt
OsInfo[20].Value=0
OsInfo[21].Key=blddt
OsInfo[21].Value=180914
OsInfo[22].Key=bldtm
OsInfo[22].Value=1434
OsInfo[23].Key=bldbrch
OsInfo[23].Value=rs5_release
OsInfo[24].Key=bldchk
OsInfo[24].Value=0
OsInfo[25].Key=wpvermaj
OsInfo[25].Value=0
OsInfo[26].Key=wpvermin
OsInfo[26].Value=0
OsInfo[27].Key=wpbuildmaj
OsInfo[27].Value=0
OsInfo[28].Key=wpbuildmin
OsInfo[28].Value=0
OsInfo[29].Key=osver
OsInfo[29].Value=10.0.17763.503.amd64fre.rs5_release.180914-1434
OsInfo[30].Key=buildflightid
OsInfo[30].Value=893BCEED-79B1-4B2E-86C8-AA1B43C978A2.1
OsInfo[31].Key=edition
OsInfo[31].Value=Professional
OsInfo[32].Key=ring
OsInfo[33].Key=expid
OsInfo[34].Key=containerid
OsInfo[35].Key=containertype
OsInfo[36].Key=edu
OsInfo[36].Value=0
FriendlyEventName=応答が停止し閉じられました
ConsentKey=AppHangXProcB1
AppName=SumatraPDF
AppPath=C:\Program Files (x86)\SumatraPDF\SumatraPDF.exe
ReportDescription=問題が発生したため、このプログラムと Windows の対話が停止しました。
NsPartner=windows
NsGroup=windows8

SumatraPeter

Ok, nothing in that report jumps out at me right away as the culprit so try adding an exception to Avast for the entire Sumatra installation folder, for example C:\Program Files\SumatraPDF\*. Afterwards preferably reboot Windows and immediately try running Sumatra.

If it still crashes, try rebooting into safe mode and then immediately try running Sumatra.

GitHubRulesOK

Peter and @honorew
It may be the closing of the settings file which would likely be in the appdata folder under a potentially Japanese name (and registry)
It would be interesting to know if using a portable copy which keeps its settings in the same folder as exe also crashes
Honorew can you please see if this version works without crashing https://www.sumatrapdfreader.org/dl/SumatraPDF-3.1.2.zip try it in a folder that is not within your user area I suggest c:\testing or similar

honorew

Thank you both for your replies.

Adding an exception to Avast did not have any effect. However, when booting in safe mode, SumatraPDF did not crash!

The other suggestion by GitHubRulesOK, i.e. running the portable version from c:\testing did not change matters and crashed.

So, only safe mode worked.
(Unrelated, but it took me a bit of search on the net to do safe mode boot in Windows10!)

SumatraPeter

Anticipating that is precisely why I provided links to instructions for both adding an exception to Avast as well as rebooting into safe mode with Win10.

All right, which means there’s definitely some program/service that’s auto-running at startup/logon and is interfering with Sumatra. What are the programs shown in Task Manager’s Startup tab?

Is “Keyman Engine” required? Can you try disabling or temporarily uninstalling it to see if that makes any difference?

honorew

Alright. Your guess was correct. “Keyman” is a keyboard utility, and when it’s disabled, SumatraPDF closed without crashing. I tested it several times, and when I have Keyman running, it crashes, and disabled it and it doesn’t crash. So it looks like this is the culprit.

Keyman is a keyboard unitily by SIL (https://keyman.com/). I need this all the time, so disabling it every time I use Sumatra is unrealistic. Then it occurred to me that I installed the latest version of it in my laptop, on which I was having issues with Sumatra crashing. That didn’t happen in my older PC but I was using an older version of Keyman. So I reinstalled an older version (ver. 8) of Keyman, and Sumatra seems to work fine without crashing. The version I was having trouble with was 10 (their latest now is ver. 11), so whatever change they made, it caused Sumatra to crash. I would prefer to use the latest version, but for now, not causing Sumatra to crash is preferable.

Thank you all for your help. This is a great community!

GitHubRulesOK

Thanks for that I have raised a comment as a duplicate (here we prefer to keep # of issues down by tagging as duplicates) https://github.com/keymanapp/keyman/issues/1723

You may wish to raise your own new issue in your own right in which case you may get a direct update from them as to progress

SumatraPeter

Glad we were able to pinpoint the culprit. It’s not entirely clear from your comment as to whether you’ve also specifically tested v11 of Keyman. Apparently v11 also causes other apps like FreeFileSync to crash on exit so presumably the bug persists, but it never hurts to double-check with your specific use case before adding your voice to that GitHub issue.

Edit: There is a Test for conflicting applications when Keyman Desktop starts option in Keyman - have you tried it?

If it’s not enabled already then enable it, quit the app, launch Sumatra and then launch Keyman - if you’re lucky perhaps it will automatically detect a conflict and add an exclusion for Sumatra or something.

honorew

The crash occurred with both ver. 10 and 11 of Keyman. I added that on the GitHub thread.

I didn’t know about this “Test for conflicting app” in Keyman. I’ll try that and see what happens. Thank you!

honorew

“Test for conflicting applications” did not change matters. I had a response on GitHub, though the response was that the crash could not be reproduced.

SumatraPeter

Interesting. Well, if anyone can figure it out it should be Marc, since he created the program and has been working on it for the past more than quarter of a century! Do let us know if/when the issue is resolved, or if any Sumatra-specific help is required to do so.

GitHubRulesOK

Thanks to @honorew and the staff (especially Marc Durdin) at Keyman (SIL International) this issue appears to have be resolved and in progress for closure with their next release.

mcdurdin

Hi everyone, thank you for your help in tracing this issue. I am happy to report that build 11.0.1359.0 of Keyman is now available which should resolve the problem, at https://keyman.com/downloads/

honorew

Hi Marc,

I tried 11.0.1359.0 but I encountered a trouble in installation. The error message said something about dll missing (I didn’t write it down and couldn’t copy it). Could you check? Thank you!

Honoré